In this episode of "The ITSM Practice," Luigi Ferri tackles the top five obstacles in IT Service Management (ITSM) adoption and offers practical solutions to overcome them. From enhancing Knowledge and Training to handling Resistance to Change, streamlining Inefficient Processes, improving Tool Integration, and demonstrating ROI effectively, Luigi provides actionable insights to help organizations fully leverage ITSM. Emphasizing the importance of strategic integration and comprehensive training, this episode is essential for IT professionals aiming to enhance service management and drive business success.

In this episode, we answer to:

How can organizations enhance their team's ability to use ITSM tools strategically?

What are effective strategies for managing resistance to change in ITSM implementations?

How can ITSM tools be integrated seamlessly with existing systems to avoid inefficiencies?

Resources Mentioned in this Episode:

ITDEVTECH, article "Common Challenges In ITSM Processes And Their Solutions", link https://itdevtech.com/blog/challenges-in-itsm-process/

ITSM Tools Blog, article "What are The Common Challenges in ITSM Processes and Their Solutions", link https://itsm.tools/itsm-challenges/

Desk Director, article "4 Common ITSM Challenges", link https://www.deskdirector.com/dd-blog/4-common-itsm-problems

Panlearn, article "Challenges in ITSM Adoption", link https://www.panlearn.com/articles/it-service-and-architecture/challenges-in-itsm-adoption

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In this enlightening podcast episode, Adrian Bunea delves into Service-Level Agreements (SLAs) and the pervasive issue known as the Watermelon Effect. Adrian explains how SLAs, while crucial for tracking service performance, often paint a misleading picture of user satisfaction and operational success. He unpacks the dangers of this phenomenon, where metrics may appear satisfactory externally but fail to reflect the underlying issues, likening it to a watermelon—green on the outside but red on the inside.

In this episode, we explore:

What is the Watermelon Effect, and why is it a critical concern in Service Management?

How do SLAs contribute to this deceptive scenario, and what can organizations do to mitigate its impact?

Practical strategies to align service performance metrics with real user experiences.

Connect with us on:

LinkedIn: Adrian Bunea link https://www.linkedin.com/in/adrianbunea/

Website: http://www.itholding.ro

LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

Resources Mentioned in this Episode:

ITIL, Service-Level Agreements, Watermelon Effect, Performance Metrics, User Experience.

And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In today's episode of "The ITSM Practice," Luigi Ferri tackles the significant issue of Chief Information Security Officers (CISOs) being unfairly scapegoated following security breaches. By examining the roles of unclear regulations, unrealistic expectations, high role visibility, and a blame-centric culture, this discussion sheds light on why CISOs often bear the brunt of criticism and how these factors contribute to their high turnover rates. Insights from industry studies underscore the challenges CISOs face, emphasizing the need for realistic expectations and shared responsibilities in cybersecurity.

In this episode, we answer to:

Why are CISOs often viewed as scapegoats in the corporate world?

What are the main challenges CISOs face with current cybersecurity regulations and expectations?

How can organizations support CISOs to improve cybersecurity practices and reduce unfair blame?

Resources Mentioned in this Episode:

RSAC, article "How CISOs Should Protect Themselves Against Indictments", link https://www.infosecurity-magazine.com/news/ciso-should-protect-indictments/

F5, article "Could A Data Breach Land Your CISO In Prison?", link https://www.f5.com/labs/articles/cisotociso/could-a-data-breach-land-your-ciso-in-prison

CSO Online, article "Some strategies for CISOs freaked out by the specter of federal indictments", link https://www.csoonline.com/article/2099763/some-strategies-for-cisos-freaked-out-by-the-specter-of-federal-indictments.html

IBM Security, article "Cost of Data Breach Report 2023", link https://www.ibm.com/reports/data-breach

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In this episode of 'The ITSM Practice,' host Luigi Ferri delves into the intricacies of TOGAF, The Open Group Architecture Framework. Luigi evaluates whether TOGAF remains a vital blueprint for architects seeking to enhance business efficiency or if it's become an overly complex framework. The episode explores TOGAF’s benefits in aligning IT architecture with business strategies and discusses its structured yet potentially rigid methodology that might challenge smaller organizations. Tune in to understand TOGAF's relevance and strategic implementation in modern enterprise architecture.

In this episode, we answer to:

Is TOGAF® truly the architect’s blueprint for business efficiency or merely another complicated framework?

What are the advantages and challenges of implementing TOGAF in agile IT environments?

How does TOGAF align IT architecture with business strategies, and what are the risks of its improper implementation?

Resources Mentioned in this Episode:

Simplilearn, article "Navigating ITIL vs TOGAF: Optimal Frameworks in 2024", link https://www.simplilearn.com/itil-vs-togaf-article

CIO.com, article "What’s new in TOGAF 10?", link https://www.cio.com/article/400374/whats-new-in-togaf-10.html

Dice, article "Is TOGAF Certification Worth It?", link https://www.dice.com/career-advice/togaf-certification-worth

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In this episode of "The ITSM Practice," host Luigi Ferri delves into the effectiveness of social engineering tactics and the critical oversights that heighten organizational vulnerability. Luigi emphasizes the importance of comprehensive training and developing a robust security culture within businesses to combat these psychological manipulations effectively. He illustrates how attackers exploit trust and curiosity, often leading to significant security breaches, and underscores the necessity for more than just technological defenses.

In this episode, we answer to:

How do social engineering attackers exploit human psychology to infiltrate organizations?

Why is comprehensive cybersecurity training crucial in preventing social engineering attacks?

What are the common mistakes in incident response plans that exacerbate the impact of social engineering breaches?

Resources Mentioned in this Episode:

PECB, article "Social Engineering and Risk from Cyber-Attacks", link https://pecb.com/article/social-engineering-and-risk-from-cyber-attacks

ENISA, article "What is "Social Engineering"?", link https://www.enisa.europa.eu/topics/incident-response/glossary/what-is-social-engineering

IBM, article "What is social engineering?", link https://www.ibm.com/topics/social-engineering

CISCO, article "What Is Social Engineering?", link https://www.cisco.com/c/en/us/products/security/what-is-social-engineering.html

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In this informative episode of "The ITSM Practice," hosted by Luigi Ferri, we delve into the NIS 2 Directive's influence from a customer's standpoint. We explore how this directive serves as a shield against cyber threats by enforcing enhanced security measures, standardizing incident reporting, and ensuring supply chain transparency. However, we also consider the potential burdens, including increased costs and complex implementation challenges, which could affect service quality and customer experiences. Join Luigi as he unpacks the pros and cons of this crucial cybersecurity regulation.

In this episode, we answer to:

How does the NIS 2 Directive impact customers from their viewpoint?

What are the potential drawbacks of the NIS 2 Directive from a customer perspective?

Is the NIS 2 Directive a necessary safeguard or an undue burden for customers?

Resources Mentioned in this Episode:

PECB, article "A Comprehensive Guide: Understanding the NIS 2 Directive", link https://pecb.com/article/a-comprehensive-guide-understanding-the-nis-2-directive

IT Governance UK, article "The NIS 2 Directive – What you need to know”, link https://www.itgovernance.eu/en-ie/green-papers/nis2-directive-what-you-need-to-know-ie

DeepBlue Security & Intelligence, article "NIS2 Directive: What does it mean for your organization?", Link https://www.linkedin.com/pulse/nis2-directive-what-does-mean-your-organization-ka7ke/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In this podcast episode, David Barrow discusses the transformative impact of establishing value-focused communities of practice (CoPs) within organizations. These communities enhance service management and foster career development and mentoring, particularly for marginalized groups. The episode highlights how CoPs break down silos and align digital and enterprise teams to co-create value, thus boosting service quality and customer satisfaction.

For the book reference: An Education in Service Management, is available on Amazon, link https://rb.gy/xxeh2s

In this episode, we answer to:

What benefits do value-focused communities of practice offer to service management?

How do these communities align organizational strategy with digital service delivery?

What role do continuous feedback loops play in the success of these communities?

Connect with us on:

LinkedIn: David Barrow link https://www.linkedin.com/in/solsevenstudio/

Website: https://www.solsevenstudio.com/

LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

Resources Mentioned in this Episode:

Community of Practice, Digital Service Quality, Value Creation, Continuous Improvement, Stakeholder Engagement.

And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In today's episode of "The ITSM Practice" we delve into ITIL 4 Problem Management, discussing its essential role in preventing IT Incidents and minimizing their impacts. We explore how Problem Management not only enhances service reliability and stability but also contributes to cost efficiency and a culture of continuous improvement within IT teams.

In this episode, we answer to:

How does ITIL 4 Problem Management prevent incidents?

Why is Problem Management crucial during times of significant transformation?

What are the common misconceptions about Problem Management?

Resources Mentioned in this Episode: ITIL 4, Incident Management Process, Problem Management Process, Service Reliability, Continuous Improvement, IT Service Stability.

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya